Service Fairness and Customer Satisfaction in Internet Bank: From a Trust and Perceived Customer Value Perspective

摘要: Recent research has found that fairness plays a key role in customer satisfaction. Fairness an online context and how it influences satisfaction, however, yet been investigated. This examines satisfaction from lens explores the mediators of to internet bank context. 131 surveys were analyzed results show bank, includes distributive fairness, procedural informational is positively related Trust value are identified as two